Customer Success Manager
Topgum Canada Ltd•Charlottetown, PE
•CA$70,000 - CA$80,000•Hybrid
About The Position
The Customer Success Manager serves as the strategic liaison between internal teams and key customer accounts. This role requires a deep understanding of customer purchasing behavior, supply chain coordination, product lifecycles, and operational challenges. You will be responsible for ensuring that customers experience seamless service from purchase order to product delivery — and beyond.
Requirements
- 5+ years of experience in Customer Success, Operations, Supply Chain, or Account Management roles
- Excellent communication and interpersonal skills
- Highly detail-oriented with strong problem-solving skills
- Degree or diploma from a recognized post-secondary institution
- Ability to collaborate internally with multiple stakeholders, including remote cross-functional teams, and externally with partners
- Advanced Microsoft Office® product skills
Nice To Haves
- Experience in the food processing or pharmaceutical industry preferred
Responsibilities
- Maintain deep knowledge of customer account details, including contacts, preferences, business cycles, and industry-specific nuances
- Act as the go-to expert for all customer-specific SKUs, configurations, and order histories
- Understand customer goals, challenges, and business drivers
- Track and validate customer purchase orders from entry to invoice
- Monitor order status, lead times, and fulfillment schedules
- Coordinate with internal teams to ensure timely and accurate deliveries
- Stay informed on where customer products are in the product lifecycle (e.g., launch, active, EOL)
- Proactively communicate product availability, changes, or phase-outs to customers
- Maintain complete and updated knowledge of all customer-related SKUs, including custom specifications
- Serve as the first point of contact for operational or product issues
- Work cross-functionally with Sales, Supply Chain, Product, and Support teams to resolve customer challenges effectively
- Identify patterns or recurring customer issues and propose systemic solutions
- Provide customers with regular updates on orders, lead times, and product availability
- Prepare and present customer-specific reports and dashboards highlighting KPIs and fulfillment metrics
- Maintain meticulous documentation of all customer interactions and decisions
- Collaborate with Sales on account strategy and forecasting
- Partner with Supply Chain and Logistics teams to anticipate potential delays or risks
- Work closely with Product teams to relay customer feedback and performance insights
Benefits
- Accommodations are available throughout the recruitment process upon request.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
